Kayli Grimm
Daytona Beach,FL
Summary
Dynamic professional with extensive experience in implementing impactful training programs that drive employee performance and engagement. Expertise in leveraging advanced methodologies to enhance learning outcomes and foster a culture of continuous improvement. Proven ability to cultivate team development while upholding high standards of training excellence, resulting in measurable organizational success. Committed to creating innovative solutions that empower individuals and elevate overall team capabilities.
Overview
19
19
years of professional experience
Work History
Training Supervisor
TTEC Call Center
Daytona Beach, FL
12.2017 - 03.2026
- Conducted comprehensive training sessions focused on improving customer service interactions within Progressive Car Insurance.
- Implemented a variety of creative instructional methods to effectively train participants in relevant subject matter.
- Analyzed training needs to enhance educational programs and improve learner outcomes.
- Interact with our partners to identify current and ongoing training needs
- Interact with all departments to ensure current information is included in training
- Perform other duties and travel as required
- Developed and implemented training programs to enhance employee skills and performance.
- Conducted assessments to identify training needs and gaps in knowledge.
- Mentored new trainers, ensuring consistency in training delivery across teams.
- Analyzed feedback from training sessions to refine instructional methods and materials.
- Collaborated with management to align training objectives with organizational goals.
- Utilized Learning Management Systems (LMS) to track progress and evaluate training effectiveness.
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
Sr. Customer Care Analyst - Quality and Compliance
Frontier Communications
DeLand, FL
11.2014 - 09.2017
- Working together with supervisors and quality assurance to find ways to help agents exceed in areas that may need improvement.
- Perform call monitoring efforts to track and measure agent's current performance and quality standards.
- Generate and present QA/QC reporting for upper management including call performance, feedback, score card and areas of improvement.
- Ensure at a minimum of 5 monitored calls are completed for each agent monthly.
- Assist agents with issues regarding customer accounts and fixing the issue.
- Working with higher level support known as our tier 3 as well as conducting meetings to resolve issues that need engineering.
- Payroll corrections and working with taxes that may need to be resolved for customer accounts.
- Creating escalations for engineering to fix customer accounts.
- Extensive troubleshooting skills with QuickBooks online and QuickBooks online for accountants. Harmonizing teams with QBOA and enterprise accountants group.
- Maintained Avg 85+% TNPS, 90%+ Agent Sat, & 90%+ Issue Resolve.
- Technical support for Networking, Browsers, etc.
- Business Application support for accounting & Payroll software.
- Troubleshooting third party apps (PayPal, Square).
- Escalation call backs for supervisor regarding Product escalations.
- Defused volatile customer situations calmly and courteously.
- Developed training materials for new hires to improve onboarding effectiveness.
Customer Service Advocate
Brighthouse Networks
DeLand, FL
06.2013 - 06.2014
- Customer Satisfaction
- Take back to back inbound customer service phone calls.
- Exercise C.A.R.E. standards to resolve issues for customers.
- Gathered and verified all required customer information for tracking purposes.
- Calm volatile customers, turning their disposition around.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Use concise information gathering questions to quickly arm myself to resolve any issue.
- Utilize professionalism in all situations on or off the phone.
- Met or exceeded service and quality standards every review period.
- Enhanced customer satisfaction by providing timely and accurate information on services and products.
- Resolved complex customer inquiries through effective problem-solving techniques.
Customer Service Analyst
Time Warner Cable
Blue Ash, OH
10.2012 - 06.2013
- Met or exceeded service and quality standards every review period.
- Answered a constant flow of customer calls with up to 60 calls in queue per minute.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Acted professionally and patiently when addressing negative customer feedback.
- Resolved complex customer inquiries, ensuring high satisfaction levels through effective communication.
CNA - Certified Nursing Assistant
Bright Star
Blue Ash, OH
08.2011 - 10.2012
- Home Health Aid
- Maintained records of patient care, condition, progress, or problems to report and discuss observations with supervisor or case manager.
- Provided patients with help moving in and out of beds, baths, wheelchairs or automobiles, and with dressing and grooming.
- Administered prescribed oral medications underwritten direction of physician or as directed by home care nurse and aide. Performed a variety of duties as requested by client, such as obtaining household supplies or running errands.
- Changed bed linens, wash and iron patients' laundry, and clean patients' quarters.
- Checked patients' pulse, temperature and respiration.
- Provided compassionate patient care, ensuring comfort and safety during daily activities.
- Assisted in implementing individualized care plans, adapting to patient needs effectively.
CNA - Certified Nursing Assistant
OhioHealth
Mason, OH
06.2007 - 07.2012
- Specialized in autism and behavioral health
- Maintained records of patient care, condition, progress, or problems to report and discuss observations with supervisor or case manager.
- Provided patients with help moving in and out of beds, baths, wheelchairs or automobiles, and with dressing and grooming.
- Administered prescribed oral medications underwritten direction of physician or as directed by home care nurse and aide. Performed a variety of duties as requested by client, such as obtaining household supplies or running errands.
- Changed bed linens, wash and iron patients' laundry, and clean patients' quarters.
- Checked patients' pulse, temperature and respiration.
- Implemented daily routines to promote social skills and independence among special needs children
- Developed individualized care plans tailored to specific needs of children with disabilities
- Implemented behavioral strategies to promote social skills and emotional regulation.
Education
General Studies
OHdela
Akron, OH06-2006
Skills
- Training effectiveness evaluation
- E-learning content development
- Mentoring experience/Train-the-trainer
- Trainer development
- Compliance requirements
- Skilled in utilizing learning management systems
- Team engagement initiatives
- Proficient in time management
- Training delivery
- Performance evaluation
- Structured training presentation
- New program development
Timeline
Training Supervisor
TTEC Call Center
12.2017 - 03.2026
Sr. Customer Care Analyst - Quality and Compliance
Frontier Communications
11.2014 - 09.2017
Customer Service Advocate
Brighthouse Networks
06.2013 - 06.2014
Customer Service Analyst
Time Warner Cable
10.2012 - 06.2013
CNA - Certified Nursing Assistant
Bright Star
08.2011 - 10.2012
CNA - Certified Nursing Assistant
OhioHealth
06.2007 - 07.2012
General Studies
OHdela
Additional Information
QuickBooks professional, desktop enterprise and online edition